Avaya Holdings is investing in Cogito, a provider of emotional intelligence for contact centers. Cogito is a founding member of Avaya's A.I.Connect developer ecosystem. The two companies will also accelerate joint development work to integrate Cogito's artificial intelligence with Avaya's contact center solutions.
Cogito applies behavioral science through AI and evaluates hundreds of behavioral signals through voice to provide live conversation coaching for agents and a real-time measure of customer experience for every call.
"Making this strategic investment in [Cogito], combined with deepening our joint development on AI, will help transform the customer experience, bringing advanced human communication and connection to a much broader market," said Laurent Philonenko, Avaya's senior vice president of innovation, in a statement. "Avaya continues to invest in new solutions and partners to provide increased value to customers through transformative innovation."
"Cogito and Avaya have a proven track record of jointly delivering valuable innovation to the enterprise," said Josh Feast, CEO of Cogito, in a statement. "Deepening this relationship will bring more impactful capabilities to market faster. Through this partnership, businesses will have the ability to better connect customers to the best resources, more thoughtfully guide agent behavior, and apply AI to learn and improve. It is a win for Cogito, Avaya, and most importantly, customer-focused organizations."